Mandarin Oriental Jumeira, Dubai is looking for an Order Taker to join our In Room Dining team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About the job

Based at the Mandarin Oriental Jumeira, Dubai within the In Room Dining Department, the Order Taker will be responsible to take all guest orders for in-room dining and will offer suggestions to complete and complement the guest’s selections. The Order Taker will monitor guest orders and offer assistance if required to the server under the guidance of the respective managers

As Order Taker, you will be responsible for the following duties:

• Have a very good understanding of the food and beverage offerings and be able to verbally explain those to the guest. This includes wine pairings, ingredients and promotions.
• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.
• Maintain a smooth communication with the corresponding kitchen staff for a flawless service.

• Advise guests with approximate time frame for preparation, delivery and all related policies as well as answering to any other guest inquiries, including restaurant reservations if required.

• Assure guest orders are complimented and any special guest requests are considered in line with the LQEs.
• Coordinate and assist the IRD Manager on the delivery of all the VIP amenities and work closely with the Front Office team to assure that all requirements are delivered as per standards.
• Help and assist the IRD Server in coordinating, setting up and clearing In Room Dining tables if required and assist in preparing the daily mise-en place and assure that all office related stationary is in place and restocked.
• Track and follow up on the timely delivery of orders and collection of trolleys with the IRD colleagues to avoid delays.
• Maintain a clear knowledge of the POS- point of sales system and perform any tasks relating to billing according to hotel standards and cashiering policies.
• Any other reasonable tasks as assigned by the IRD Manager including assisting other outlets.

• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstanding and other shortfalls caused by lack of communication. Particularly focus on clear communication of placing guest orders to the kitchen and to server.
• Ensure that management and kitchen colleagues are informed of any special guest preferences or allergies.
• Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting waiters in service procedures including clearing of tables if required.

• Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
• Ask questions and listen carefully to ensure that all needs are met, including food allergies, accompaniments and condiments.
• Ensure each guest receives a personalised experience, performed in a timely and complete manner.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Personally monitor and follow through on any orders or requirements from VIP guests who order In Room Dining and inform the manager in charge of the order.
• Create WOW moments to surprise and delight in house guests.

• Maintain and adjust the guest database to record and act upon guest preferences.

• Listen to any customer complaints and if possible resolve them effectively and otherwise refer to the manager in charge.
• Ability to handle telephone calls and speak in an articulate manner.
• Basic knowledge and interest in food and beverages and ability to give recommendations.
• Familiar with POS- point of sales and cashiering procedures is preferred.
• Ability to understand guest needs and to deliver superior customer service.
• Ability to work long hours with a strong focus on operational excellence.
• Knowledge of In Room Dining service procedures and standards is preferred.
• Ability to understand the flow of service and handle multiple tasks effectively is preferred.
• Basic computer skills including MS Office is preferred.
• Ability to understand effective approaches of communication with different individuals.
• Able to communicate clearly with peers and superiors.
• Pleasant and polite, must enjoy speaking to customers on the telephone.

As Order Taker, we expect from you: 

• High School qualification or equivalent is preferred.
• Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
• Minimum 2 years’ experience as an order taker in a luxury hotel/resort.
• Minimum 3 years’ experience working within F&B operations within a 5-star hotel is preferred.
• Very good verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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